Add a new user or extension

A user is anyone (or anything) that needs its own extension, such as an employee, a conference room phone, or a shared voicemail box. Adding a user gives them an extension number, a voicemail box, and, if you choose, access to the portal.

Before you start

• Pick an extension number that no one else is using. Look through the list on the Users tab to check. People usually get extensions in the 100s (101, 102 and so on). See Choosing extension numbers.
• Have the person’s name and email address ready. Voicemail emails go to this address.
• Decide which role they need. See User roles and what each one can do.

Heads up: You may have a limit on how many users your account allows. If the portal won’t let you add someone, contact Dial Raven support at (434) 697-2836 to raise it.

Steps

1. Go to Users.
2. Select Add User.
3. Fill in the Add a User form:
   • First Name — Required. For a shared phone, use something like “Front” or “Warehouse.”
   • Last Name — Optional. For example, “Desk.”
   • Extension — The new extension number. It can’t be changed later.
   • Department and Site — Optional. Help you sort and filter users later.
   • Email Address(es) — Required. Where voicemail notifications and password resets are sent. Select the + button to add another address.
   • Username — Required. The Login Name the person uses to sign in. It must be unique, so a format like “jane.smith” plus your company name works well.
   • User’s Scope — Their portal role.
   • Caller ID — Optional. The number people see when this user calls out.
4. Leave Enable Voicemail checked to give them a voicemail box.
5. Optionally check Add Phone Extension to create a phone for them now. You can also add phones later.
6. Optionally set a portal password in New Password and Confirm Password (at least 8 characters, with a capital letter and a number), and a Voicemail PIN (at least 4 digits, and it can’t contain their extension). Otherwise, they can use the welcome email or the Forgot Password link.
7. Select Add User.

Heads up: Choose the extension carefully. In most cases you can’t change a user’s extension after it’s created. To “change” it, you would add a new user and move everything over.

After you add the user

• Give them a phone. Add a desk phone or let them use the ConnectUC app. See Add and set up a desk phone.
• Give them a direct number (optional). Point a phone number at their extension in Inventory. See Phone numbers and devices in Inventory.
• Set their caller ID and directory listing. See Edit a user’s profile, caller ID and directory listing.
• Add them to call queues if they answer team calls. See Manage call queue agents.

New users show a green New tag in the list.

Tip: If you have many people to add at once, use the Import button on the Users tab, or contact Dial Raven support. We can help you import a list.

Common questions

Does the extension need a set number of digits?

Use the same length as your other extensions (3 or 4 digits) so everything stays consistent. Give people numbers in the 100s (then the 200s), and avoid the ranges used by shared voicemail boxes (300s), conferences (400s), auto attendants (500s), call queues (600s) and call park (700s). Never use N11 numbers like 411 or 911. See Choosing extension numbers.

Do I need a separate user for a shared voicemail box?

Yes. Create a user (for example, “Sales Voicemail” on extension 300) with voicemail turned on and the No Portal role. Then send calls or menu options to that voicemail.

What does the new user get by email?

If an email address is on file, the person can receive a welcome email with their sign-in details and voicemail notifications.

Related articles

• Edit a user’s profile, caller ID and directory listing
• Set up voicemail
• Answering rules: forwarding, simultaneous ring and do not disturb
• Remove or disable a user safely